I have gotten a confirmation now that they are sending the suitcase. It took about three weeks to get an answer. The application itself was swift and smooth. I wish it was easier to contact them after... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My RIMOWA luggage has been with me for more than a decade, so I was genuinely upset when it was damaged. I was therefore very impressed by the craftsmanship and care that Dolfi1920 put into the re... See more
Company replied
The whole process was fast and simple. Support was efficient via e-mail and the repair was done very well! Only downside was that my luggage tag got lost on transport. That is a bit annoying, but mos... See more
Company replied
Amazing customer service! Everyone was so kind and helpful. I am not exaggerating when I say this has been the best customer service I have received since moving to Germany. The staff were friendly an... See more
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Company details
Written by the company
Dolfi1920 ist das weltweit führende Unternehmen für die Regulierung von Gepäckschäden, die während einer Flugreise entstehen. Rund 100 Airlines auf der ganzen Welt vertrauen unserem Service. Zusätzlich gehören Garantiereparaturen, After Sales Management und Privatreparaturen zu unserem Portfolio.
Contact info
Langer Kornweg 34D, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.1
Great
6K reviews
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Amazing quick handling of a claim
I had a handle off on one of our luggage’s. Contacted Dolfi1920 and it is amazing how quickly the damage was handled and processed. A replacement case is all ready on its way to me 👏. Thanks.
2 August 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Bad response and taking too much time…
Bad response and taking too much time to respond. Its been 2 month I didn’t got any compensation or my bag.
1 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service
to us. Your feedback is very important to us.
We are very sorry to hear that you were not satisfied with our service.
We would not find any unanswered messages in our system. If any of your messages did go unanswered please do forward them to feedback@dolfi1920.de so we can investigate this.
We always try to take departures into account and, where possible, to send the luggage item before departure. However, we can only do this if we are aware of the departure. If we are only informed of the departure one day ahead we cannot possibly send the luggage in time.
After you informed us of your departure and asked for a monetary compensation, we did forward your case to monetary compensation.
Your case is currently being processed by the bookkeeping department. As we process several hundred transfers every week the processing time is 14-30 days. Each case has to be reviewed diligently to make sure everything is correct. The bank data also has to be checked for each individual case to make sure it is formally correct. Your transfer will be carried out as soon as possible.
Thank you
Best regards
Team Dolfi 1920
Setting incorrect value on damaged…
Setting incorrect value on damaged luggage, resulting in the suitcase not being fully replaced.
29 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to tell us about your experience with our
service. Your feedback is very important to us.
We are very sorry that your luggage was damaged on your flight. We
understand how upsetting and disappointing it can be when a piece of luggage is
damaged. We would like to assure you that we take your situation seriously and are
endeavouring to help you in the best possible way.
The parameters of the calculation are set by the airline. The linear
depreciation rate is 10% immediately after the purchase per year. The maximum deduction is 80%. Dolfi1920 does not have any influence on these
regulations.
At the same time, we must point out that the depreciation is implemented
independently from the frequency of usage.
Please also note that the deduction is based on the
calendar year. A monthly adjustment of the depreciation amount cannot be
undertaken.
If you do not agree with the purchase price that has been ascertained,
please send us the necessary documentation like a purchasing invoice or order
confirmation. We will then review the residual value.
If no documentation of the purchasing price is available, the regular sales
prices of the manufacturers are used for the value calculation.
Dolfi1920 is an independent luggage repair company and contractually bound
by the regulations provided to us by the airline. Therefore, we can only handle
the case within the residual value, calculated according to the regulations
provided by the airline, of the damaged luggage.
Thank you
Best regards
Team Dolfi1920
speed of reply and prompt feedback on…
speed of reply and prompt feedback on every step of the process.
5 August 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
As always
As always, absolutely terrible. I sent a suitcase in for repair, and it came back with more defects than it had when I sent it in. I’ve had problems with them several times before, and I firmly believe that they resell the suitcases they claim they can’t repair overseas. I really have no idea why we still have to put up with such obviously poor service.
5 August 2026
Reply from Dolfi1920
Dear Passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
We are sorry to hear that you are not satisfied with the repair. We have, therefore, opened a complaint on your behalf.
We would ask you to give us the opportunity to assess the defects you have reported and to send us some photos of the defects in question by email. Please check your emails for further details.
Please note that repairs cannot restore the item to its original condition. Furthermore, traces of the damage may remain on the luggage after repair. Unfortunately, these cannot be removed.
Unfortunately, scratches cannot be removed from the luggage. The airline excludes liability for signs of wear and tear, such as minor cuts, scratches, dents or soiling. This means that we are not authorised to replace the luggage or reimburse a residual value because of signs of wear and tear.
Furthermore we can inform you that all luggage that is not repairable is disposed of.
Thank you
Best regards,
Team Dolfi1920
Easy process and good customer support:)
23 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Reply from Dolfi1920
Dear passenger,
thank you for your feedback.
We are sorry that the quality of the service offered did not meet your expectations.
Any comments from customers are an extremely valuable source of information for us on how to improve the quality of the services offered. We apologize for any inconvenience.
We will analyse your case to solve the problem.
We wish you safe travels in the future.
Best regards,
Dolfi 1920 Team
quick and professional handling
self-explaining website & process "damaged suitcase during flight", clear advice guiding through the process, quick and transparent decison making process
1 August 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
How could you send back the luggage…
How could you send back the luggage without the inner lining?
31 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service
to us. Your feedback is very important to us.
We sincerely apologise for this situation. We’d like to clarify one more thing: Could you please check the front pocket to see if the lining is there?
Thank you
Best regards
Team Dolfi 1920
Speedy suitcase repair!
Easy online claims format. Only anoying thing was that I did the reporting to the Eurowings claims page once and had to do it on your page again.
But the pick up was quick and easy, also the repair and resending was very quick!
Thank you for your service!
31 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
Please note that not all cases of damaged luggage are automatically forwarded to us by the airport or airline. This means that in most cases we have not received the data and pictures you have already provided to the airline. All the information requested during registration on our website is necessary to process your claim.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Very professional service
The speed and the professionalism with which the case was handled.
27 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Very good experience!
Very good experience!
All communication fast and customer centric. Clear informations and walk the the talk, what means, what Dolfi announced, it happened shortly after that.
31 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Thank You.
Good comunication. Thank you for your help and for solving the problen. The suitcase arrived in good condition after being repaired.
31 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Impressive, fast ande excellent service.
After scheduling an appointment, my damaged suitcase was picked up from my home, quickly repaired and returned.
Every step was documented, so I was constantly kept up to date on the progress.
Thank you very much!
27 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
The replacement of my damaged suitcase…
The replacement of my damaged suitcase with a new one wasn’t particularly fast, but since I was staying at my destination for a while, it was fast enough for me. It could have been a problem if my stay had been shorter
30 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Swift treatment overall
I have gotten a confirmation now that they are sending the suitcase. It took about three weeks to get an answer. The application itself was swift and smooth. I wish it was easier to contact them after sending the case over for updates.
30 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
The new luggage is currently being prepared for shipping. You do not have to give feedback immediately. If you prefer to wait until you have received the new luggage you can also give feedback once you have received it.
Thank you
Best regards
Team Dolfi 1920
Fast and statisfactory service.
23 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
My luggage come back but not repaired…
My luggage come back but not repaired zipper. It is still damaged. Very bad service. Case from may and only now get back but not repaired, i cant use it for my trip.
30 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for your feedback.
We are sorry that the quality of the service offered did not meet your expectations.
Any comments from customers are an extremely valuable source of information for us on how to improve the quality of the services offered. We apologize for any inconvenience.
We will analyse your case to solve the problem.
We wish you safe travels in the future.
Best regards,
Dolfi1920 Team
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